Re: Reload/reset Expansion Module?

Mar 8, 2012 Question: What kind of support should I expect from the Community?Clarification: Please check => here <=

The above has all details

Best Regards

Steffen Baier

Polycom Global Services

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Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Re: Reload/reset Expansion Module?

It is always useful to include the currently used UC Software version as issues experienced or a question asked may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include. .

In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.

Question: How can I find out my SIP or UC Software Version of my Phone?Resolution: Please check here

To answer your actual question there is no separate way other than factory resetting the phone.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Re: Reload/reset Expansion Module?

I also tried to downgrade to 4.8.something, then re-upgrade to 5.7.0.11768. After I did, the phone uploaded a MAC-directory.xml file to my provisioning ftp server. The entries in the file were nowhere in the other configs. Where could that be coming from?

Re: Reload/reset Expansion Module?

we have not got enough details of what kind of SIP server you are using and if there is a DHCP Option 160 or 66 setup in your network so the phone can automatically connect to a provisioning server.

Who initially setup this phone or service ?

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Re: Reload/reset Expansion Module?

Hi Steffen,

The SIP server is asterisk (FreePBX).

We are a hosted VoIP provider and set up the phone and service.

The phone is correctly pointed at the ftp provisioning server via the web interface.

The underlying issue was that the VVX 500 would get a "Line Unregistered" notice after the EM was provisioned, at which point no calls could be made or received until the phone re-registered 60 seconds later. If the EM wasn't provisioned, the error wouldn't occur.

I didn't see anything in the logs indicating what was going on, but I did notice that the EM apparently had address book entries manually added by the user. I deleted these manually, since the factory reset of the phone had no apparent effect on the EM. However, I noticed that the phone was uploading the {MAC}-directory.xml file to the provisioning server a few minutes after rebooting.

My research has indicated that if a -directory.xml file exists for a phone, it will grab that from the provisioning server after a factory reload, and will periodically send an updated copy to the provision server.

I'm assuming that at some point prior to my last factory reload, the directory file was uploaded, and then after the reload, the phone grabbed the file.

I have since deleted all config files on the provisioning server and factory reloaded the phone again. I then re-created the provisioning files and pointed the phone to the server.

Would the directory.xml file somehow conflict with the EM provisioning in a way that would cause the line unregistered error?

I manually edited the features.cfg to address some other potential issues. Please tell me if any of these might have caused the problem:

*The FreePBX Endpoint Manager-generated features.cfg had attendant.resourceList entries up to 130, while a single VVX 500 and EM would have a maximum of 96. I removed 97-130.

*attendant.resourceList7 through 12 were repeated in the file. I removed the duplicates.

*The client requested that some buttons be duplicated on the phone display and on page 2 of the EM. On the phone, they were lableled "Fwd Bob" and "Fwd Joe" and on the EM they were labelled "FWD Bob" and "FWD Joe". I added a "." in front of the EM entries in case duplicate buttons were causing the problem.

The phone is no longer displaying the Line Unregistered error, but I'd like to know exactly what fixed the problem.

Re: Reload/reset Expansion Module?

In order to actually answer your question we would need this in support and get some logs.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Re: Reload/reset Expansion Module?

Mar 8, 2012 Question: What kind of support should I expect from the Community?Clarification: Please check => here <=

The above has all details

Best Regards

Steffen Baier

Polycom Global Services

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's